Oracle RightNow CX: May 2013

August 2013 was released a few weeks ago and I will definitely be taking a look at what the new version has to offer but for the moment I have been living and breathing May 2013 since the start of a new client project in July. I have decided that since I have become intimately familiar with the May version I might devote some time in another blog to report on any quirks or tricks I have run into that others would find useful.

If you are not already a member of the RightNow community you should be. Sign up at http://cx.rightnow.com and then you will be able to access tons of content from customers, users, partners and developers. Perhaps the most helpful with respect to May documentation is the post regarding the release which includes a recording of the release announcement. http://communities.rightnow.com/posts/9d8a2aec63

You can find much more information on the different releases by reading the release notes for each version, looking through the manuals and listening to tutorials.

 

Key Areas of enhanced functionality:

  • • Simple Browser Implementation for Portable/Mobile Devices
    • Mobile Image Attachments
    • Mobile SEO
    • Addin Support for Chat
    • Social Monitor
    • New Standard Reports
    • Community Moderation
    • Mobile Agent App
    • Report Management Module

I will discuss a few of these below.

 

Simple Browser Implementation for Portable/Mobile Devices

According to Christopher Patterson, Senior Director Product Management for Oracle RightNow CX, 1 in 7 Customer Portal sessions coming in to Oracle’s data centers are originating from a mobile device. Not all of these devices however are smartphones. This is the same ratio as Google searches from mobile devices.

 

Can you say WOW? WOW!

 

 

 

 

 

 

 

 

 


Social Monitor

From the release notes:

Social trend and conversation monitoring

Sentiment trending and social engagement reports—A new set of sentiment trend reports displays spikes of hourly/daily/monthly activity and filters for content that conveys a negative sentiment to help agents quickly identify and reverse negative trends. In addition, new Engaged Cloud Results Trend and Social Monitor Activity by Channel reports provide an overview of incoming posts and agent responses across all monitored social media platforms, tracking the effectiveness of agent engagement over the channels most preferred by customers.

 

Twitter mention searches—With the new Monitor @Mentions option available for

cloud searches, agents can monitor for mentions of their organization’s Twitter

accounts to more easily track tweets and replies sent from customers. Results are included in the Subscriptions and Mentions section of the cloud monitor.

 

Conversation thread monitoring—When an agent responds to a Facebook or Twitter post and leaves the incident set to a non-Solved status, and the customer replies publicly through the same channel, the reply is now automatically appended to the incident thread. Automatically maintaining the integrity of a social media conversation makes it

easier to communicate with customers through Facebook and Twitter.

****

 

All of the above are enhancements to the pre-existing social monitor previously known as Cloud monitor. This allows real-time monitoring and proactive engagement with customers/end users through the channel they are choosing to adopt. As a user of social media this is a key value. When I tweet about an experience negative or positive it goes a long way to know that the companies are listening.

 

Mobile Agent App

You can now view, edit, and create tasks and notes from your Apple iPad device. In addition, you can create incidents and view incident attachments using the Mobile Agent App. This is certainly a step in the right direction but the major drawback is it is for iPad only so if your corporation has invested in another tablet you will need to wait a little longer or create a custom application.

 

LOOKING AHEAD

Perhaps even more exciting than the current features is the fact that the web browser enabled Agent UI is finally in the roadmap but still far too long away. This is a feature I will be watching closing as I have been personally asking for a non .Net client version for years. Too bad I am not using a Macbook Pro for work anymore.

 

Useful Links:

May 2013 release notes: http://documentation.custhelp.com/euf/assets/docs/may2013/pdfs/may2013_release_notes.pdf

 

May 2013 documentation: https://cx.rightnow.com/app/answers/detail/a_id/5756

If you are interested in learning more or have questions feel free to reach out to me at cx@evergegroup.com

eVerge Group is an Oracle Platinum Partner with extensive experience. For more information about Oracle RightNow CX and our other business solutions, contact us through our website: http://www.evergegroup.com/contact.php

About the author: Rhianna Albert (Just Rhianna) has an extensive background in customer support systems and processes, is an active member of the CX community and has been implementing and integrating RightNow solutions for six years.

 

Fusion HCM BenefiX Integration

In every organization that manages employee benefits in house, integrations to multiple benefits providers are a necessary business process.  There are several challenges in these processes.  For smaller organizations, the processes are more than likely manual.  Usually the Benefits Administrator enters the updates through an online session on the provider’s website.  Each provider would have their own site along with their own data entry methods.  This process is inherently slow and prone to data entry errors.  The paperwork for the updates must be tracked to ensure that the information was entered into the in house benefits system as well as the benefits provider’s website.  If the updates are not timely or are missed altogether, employees may not get the coverage when claims are submitted and have to go through the inconvenience of communicating with the Benefits Administrator to get the matter resolved and the claim processed.  These issues may result in:

  • A negative employee experience
  • Unproductive time spent resolving the issue

Midsize to large organizations frequently have an electronic interface that transfers eligibility updates to their benefit providers.  These electronic interfaces have their own challenges.   Each provider will have their own format or may utilize the 834 industry standard format for the data being transmitted.  The interfaces are typically custom code that is maintained by an internal IT function.  Anytime there are changes to the format or when new providers are engaged, it is up to the IT department to make the changes to the interfaces affected or develop an entirely new extract.  The benefits department then has to test these interfaces before the new or modified integration can be deployed to production.  This could be a significant effort on the in house staff depending on the complexity of the integration and the amount of testing required.

eVerge Group fit into the first category, making manual updates for all benefit eligibility changes directly with their vendors.  Some of the primary business reasons eVerge implemented HCM Fusion was to consolidate, automate and simplify business processes.  To that end, eVerge implemented Fusion Automated Benefits.  Delivered with Fusion Benefits is a standard benefits extract process that can be used to transfer benefit eligibility updates and changes to 3rd party benefits administrators/vendors.  The challenge with this extract process is that different benefit vendors (and there are a lot of them!) have different formats that do not match this delivered extract, therefore requiring a custom version to be created for each vendor.  eVerge’s solution to this problem was to engage an Oracle solutions partner called Benefits XML (BenefiX). BenefiX provides a service where the Fusion delivered benefits extract is transmitted to BenefiX. The data is then reformatted to each benefit vendor’s specifications and submitted to them on eVerge’s behalf. BenefiX has the responsibility for setting up and then maintaining distinct vendor interface formats. 

Setting Up the BenefiX Integration

eVerge was responsible for initial setup of a Structure Spreadsheet for each vendor’s specifications. These spreadsheets acted as requirements documents for how to map employer-specific information needed for each vendor’s interface file.  Initial mapping and setup included Tax Id, Policy Id, Group Policy name as well as other vendor specific information.   BenefiX then used this information to prepare the vendor specific files with the data from the Fusion Benefits extract.  

The file transfer protocol details were provided by BenefiX and were setup in the Manage Plan Carriers area in Fusion.   

 

Additional configurations were needed in the Plan Setup area.

 

Tip:  Oracle or BenefiX can provide a ‘How to Document’ with screenshots that are very helpful in completing the additional setup.  The document is “Configuring Benefits for Integration with 3rd Party Provider.doc”.

The Benefits Extract file is generated and transmitted securely (encrypted) to the BenefiX SFTP site. 

 

Benefits extract detail can be reviewed to verify the data being transmitted.  This page link retrieves up to 500 rows and is used to do a cursory review of the file information. 

 

Tip:  This link can be used to review the data and can be downloaded to an Excel Spreadsheet for more detailed review.  This is especially helpful when trouble shooting data issues.

The files are processed by BenefiX at which time audits are performed and a summary report is sent back to eVerge.  If any errors are identified in the file by BenefiX, for example a missing social security number for a covered dependent, they are addressed or corrected within Fusion and a new file is re-transmitted.

If the file has no errors, the data is reformatted by BenefiX into the appropriate benefit vendor format and then transmitted to each vendor.  A copy of the reformatted ‘vendor’ file is also sent back to eVerge to be used in trouble shooting any issues.  The vendors receive the reformatted file, process the information and send eVerge the results including any potential errors/exceptions that need to be corrected.

Lessons Learned

Here are some “Bumps in the Road” we encountered while implementing the Benefits extract integration.

  • Data issues in the Contact (Dependents) information where corrections were made by our users to the most current effective dated row only and the historical rows were not changed.  This caused a duplication of dependent info that was being extracted.

Lesson: Pay close attention to Historical rows when doing corrections

 

  • During test runs, data errors were encountered such as missing or mismatched SSNs between Fusion data and what the carriers had on file. This actually ended up being a good thing because it helped us get our data cleaned up before going live in production with the interface.

Lesson: Use the testing phase to help identify and clean up data issues.

 

  • Being such a new option on an early release of Fusion (Release 5), we did encounter some bugs that needed Oracle support to resolve.  Fortunately they were few and easily resolved.  There will probably be some more “challenges” until the processes have been through several more implementations.

Lesson: Be prepared to engage Oracle Support as well as your BenefiX liaison and/or Benefits Vendor representative when an issue comes up with the processing.

The cost for services provided by BenefiX were very reasonable in our estimation, once you factor in the amount of time spent manually maintaining benefits eligibility with multiple vendors for all of our employees and their families!  You will pay a one-time setup fee for each vendor and then a nominal monthly cost per employee for the services BenefiX provides.

The author of this article/blog is Zack Bakarich.  Zack is a Principal Fusion HCM Implementation Consultant resource for eVerge Group with more than 20 years of software packages implementation and support experience.

To learn more about Fusion and how we can help implement Fusion for your organization, please contact us at 888-548-1973.  Watch for upcoming blogs about our Fusion HCM Release 7 upgrade project, year-end payroll processing and more!